1362 results found
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Feature Request: Queue Identification for Agents via Marquee Display for RingCX
Currently, RingCX does not provide a Marquee feature to display the originating queue for incoming calls. Although the Agent Whisper feature can play a brief recording (such as the queue name) before the call is connected, there is no visible indication of the originating queue once the call is in progress.
Proposed Solution:
Implement a Marquee display or a similar visual indicator on the agent's interface that shows the originating queue for incoming calls. This would allow agents to quickly identify which queue the call is coming from without needing to rely solely on audio cues through the Agent Whisper…9 votes -
The call should not go through if the user mistakenly dials a number in the DNC list in RingCX.
The call should not go through if the user mistakenly dials a number in the DNC list in RingCX.
9 votes -
Feature Request – Persistent RingCX Session Across Page Reloads and Tabs
Issue Description:
• Currently, users are required to log in again when they reload the page or open a new tab in RingCX. Additionally, in Salesforce, users must repeatedly select their RingCX account and voice connection options (integrated softphone, RingCentral Office phone, or external phone) every time they switch tabs or refresh the page.Customer Impact:
• Users experience frequent login prompts, disrupting workflow efficiency.
• Increases frustration when handling multiple customer interactions in Salesforce.
• Impacts productivity, as agents must reconfigure their voice connection multiple times.Requested Enhancement:
• Implement persistent session handling so that users remain logged in…9 votes -
Rule/Time to set up when RingCX Alerts Notification Email will be sent.
A rule should be added for the ability to set up a time when Alerts Notification Emails will be sent. Current behavior, notifications will be sent anytime when the rule is met per Interval, with no option to set up a time.
9 votes -
Calls should return with specific reasons such as invalid, rejected, blocked, and declined
When calls are returned with "INTERCEPT" they should be more specific such as values like "Invalid" "Rejected/declined" or "blocked"
Currently there are several different outcomes that return that value and it would be exponentially easier to differentiate the reason instead of lumping in several outcomes into one. Codes are sent out which help tell on the back end, but end users and admins would benefit from knowing that without manually going in to see what exactly that means
9 votes -
RingCX Analytics Report - Agent Name, Email Address, Status (Active or Inactive)
Customer wants to have a report in RingCX Analytics that shows Agent Name, Email Address and Status (Active or Inactive) that will tally to the total number of agents in Admin>Users.
9 votes -
RingCX Voicemail to Digital Queue
Currently, voicemails can only be sent to an email. This means any voicemails left have to be handled separate from the RingCX application unless an Email channel is configured to receive these voicemails.
We need an easier way to route voicemails left on voice queues to a group of agents. This would make it easier to ensure all voicemails are handled, and allow for equal distribution of voicemails to the group.9 votes -
RCX - ability to disconnect the 3rd party when using transfer or requeue
if a customer is having agent A on a call.
Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to have the customer on the call, the only option to hand the call over to agent A is by choosing only me on agent B side. in that situation agent A cannot "kick out" agent B but he must wait for agent B to choose hangup > only me
the main request here is to let the initial party disconnect the 3rd party…
9 votes -
Queue Answered seconds rate in RingCx Historical report
Please add queue answered seconds rate metric upto 10 min ( 0-600 seconds), currently, its displaying in 2 columns and not in one
9 votes -
Change color of lettering to red when agent goes into RNA Status.
When an agent goes into RNA status, we'd like an alert that draws their attention, reminding them to move back to "Available". Currently, the letting is gray, which doesn't really catch the eye of user. We are recommending changing this to a bold red in RNA status.
9 votes -
RingCX Estimated Wait Time API
It is ideal to offer a RingCX Estimated Wait Time API for end users to include this in their Contact Us web page showing client what the estimated wait time is currently.
Estimated wait time would also make a useful tool in Realtime Dashboards, where an alarm could let supervisors know when SLA's are in jeopardy
This would also be extremely impactful if its available for both voice and digital channels, posting est wait for digital channels.
9 votes -
Supervisor actively monitoring should be able to record
When a supervisor is actively monitoring an agent's call, they have the option to coach or barge-in. Supervisor should also be able to record that call to share with the agent later and do post-call coaching on improving the customer experience
9 votes -
Dashboard Access for Agents
This would be especially helpful for situations where everyone is working remote. The most important Analytics access would be to real-time reports, since agents may not need to view or download scheduled and historical data.
9 votes -
Create a Repeat Queue Event option
Create an option to select “Repeat Event” and “Number of Repeats” (a specified number or indefinite). This would allow the ability to have the programmed event in the Queued Event Configuration to repeat indefinitely or for a specified number of times for the interval time as configured in that Queue Event. This option would prevent the administrator from having to create duplicate events.
9 votes -
Add "Dial Type" parameter for Engage Voice Real Time Custom Widgets
Add a "Dial Type" parameter to the Custom Widget so that when agents Manually Dial a call, it can be easily identified and filtered from the true Inbound calls on Real Time stats.
9 votes -
Changing Estimated Hold Time Message from Max Q Time to Average Q Time
When callers sit in queue, they hear "your estimated hold time is x" and that time is based off Max Queue Time (longest call in the queue). We're worried our callers hear a long wait time based off a single call, and than hang up. If they would've waited another minute or two, their call would have been answered. We would like our callers to hear the Average Queue Time (which is often minutes shorter than the Max time) instead of the Max Q Time.
9 votes -
Ready PENDING-ERR leads
When leads go into a PENDING-ERR state, the system should put them back into a READY state. This would help minimize slowness on the dialer and make sure those leads are not forgotten.
9 votes -
Custom Time for DNC
We would like the ability to be able to disposition a number that gets added to the DNC list, but only for a certain amount of time.
For example, we place an OB call, and disposition it to go on the DNC list for 7 days. Once the 7days is up, the number can be called again.
The timer will help allow for us to not have to remove numbers manually from the DNC list.
8 votes -
phonebook role
Since there is no way at this time to do a bulk upload of entries into the RCX Phone Book, we would like to be able to create a custom admin role who only has the ability to edit the RCX Phone Book. This is currently not possible.
8 votes -
Add Native Workforce Management (WFM) & Forecasting to RingCentral RingCX
RingCentral RingCX would greatly benefit from built-in Workforce Management (WFM) capabilities to help contact centers forecast demand, plan staffing, and maintain service levels without relying on external tools or spreadsheets.
As RingCX is adopted by larger and global contact centers, teams need better visibility into future demand and agent availability. Native WFM features would enable more accurate staffing decisions, improved queue coverage, and a better customer and agent experience.
Requested Features:
- Forecast call and digital channel volume using historical RingCX data
- Interval-based forecasting (e.g. 15 or 30 minutes)
- Staffing recommendations based on SLA targets (for hour/day/week/month)
-…8 votes
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